Tag Archives: Airlines

How Delta’s Personalized Touch Turns Service Recovery into a Loyalty Win

August 22, 2025InsightsAirlines, Guest Experience, Guest Loyalty, travelJoe Pye

Delta Air Lines is celebrating 100 years since its inception on March 2, 1925. The airline began as Huff Daland Dusters, the world's first aerial crop-dusting company, and has evolved into a leading global airline. Delta's "Chief People Officer," Allison Ausband, emphasized the airline's commitment to connecting people in a press release: "Connecting the world is something Delta has done for 100 years. And it’s because of our people." This sentiment reflects the culture that empowers employees l...

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How Delta Actually Listened to Its Customers – and It Paid Off

June 5, 2022Competitive IntelligenceAirlinesKristen Grau

Delta made an unpopular move among its customers but used the feedback to its advantage. Not every decision your business makes will be popular among your customers — especially ones that take away their perks. Delta Air Lines recently made a move that did just that. They announced a couple of restrictions on their Sky Club memberships. One was limiting the hours that members could access Sky Clubs and the other prevented them from visiting the clubs once they arrived at their destination. They ...